Aged Services Client Satisfaction

25
Age Services Client Satisfaction Survey Analysis Report - 2015 Page 1 Aged Services Client Satisfaction Survey Analysis Report August 2015

Transcript of Aged Services Client Satisfaction

Page 1: Aged Services Client Satisfaction

Age Services Client Satisfaction Survey Analysis Report - 2015 Page 1

Aged Services Client Satisfaction Survey Analysis Report August 2015

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Contents

1. EXECUTIVE SUMMARY 4

2. ANALYSIS OVERVIEW 6

3. SUMMARY OF OVERALL RESULTS 8

Services received and client status 8

Satisfaction with service 9

Communication and accessing information 11

Diversity and Inclusion 12

4. COMPARISON TO 2012 SURVEY DATA 13

Satisfaction with service comparison 13

Satisfaction with staff comparison 14

Satisfaction with information about services comparison 15

5. APPENDIX: SURVEY 17

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1. EXECUTIVE SUMMARY

Topic name: Aged Services Client Satisfaction Survey 2015

Date: Survey

Report August 2015

Audience: Stonnington Aged Services Users

Number of respondents: 673 respondents returned surveys.

Purpose: The Stonnington Aged Services annual client survey aims to

determine the level of client satisfaction with Aged Services. This information will be used to ensure quality services continue to be delivered to the community. Where services are currently not meeting the needs and expectations of clients, this information will form a better understanding of how they can be improved through future planning.

Methodology: The Stonnington Aged Services client survey was posted to all

clients and/or carers in receipt of Aged Services. Survey data was collated on Excel spreadsheets. Where possible, data was analysed quantitatively and put into a graph.

Due to a change to the survey data management system in 2013, raw numbers for the 2012 survey were not available. In light of this, comparisons between 2012 and 2015 survey data have been made using percentages only to maintain the statistical significance of the data.

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Demographics

An analysis of the survey respondent’s sample is shown in the table below. Overall, 673

respondents completed the survey. Of those respondents who provided their personal

details, the majority were females (63.45%). The age group with the greatest representation

was ages 76-85 (45.98%). Only 11 respondents were aged between 0 and 55 years, due to

the majority of Aged Services clients being in older age groups.

% Number

Gender

Male 21.10% 131

Female 63.45% 394

Prefer not to say 15.46% 96

Age Structure

0-5  0.00% 0

6 – 15 0.00% 0

16 – 25 0.31% 2

26 – 35 0.16% 1

36 – 45 0.47% 3

46 – 55 0.79% 5

56 – 65 3.31% 21

66 – 75 18.11% 115

76 – 85 45.98% 292

85 – 100 30.71% 195

100+ 0.16% 1

Post code3141 10.24% 65

3142 10.71% 68

3143 12.44% 79

3144 11.97% 76

3145 28.82% 183

3146 11.97% 76

3181 13.70% 87

Other 0.16% 1

Key demographics2015

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2. ANALYSIS OVERVIEW

The results of the 2015 Stonnington Aged Services Client Satisfaction Survey indicate that

overall, clients are satisfied with the quality of the services they receive. Of the 674 total

completed, 576 (89.7%) of respondents were filling out the survey as a client of Aged

Services. The responses received expressed high levels of overall satisfaction with the

service, with 88.8% (577 respondents) rating the overall quality as excellent/good. The

respondents who expressed the highest level of overall satisfaction were mostly aged 76-85

(88%/256 respondents) and were most likely to be receiving home maintenance services

(91%/269 respondents).

INFORMATION ABOUT YOU AND THE SERVICES YOU RECEIVE

Question one asked respondents to indicate which services they received from Stonnington

Aged Services, and could select as many options as were applicable to them. Home care

(57%/376 respondents), home maintenance (45%/303 respondents), and spring cleaning

(40%/269 respondents) were the most utilised services among the sample.

Question two asked the respondents whether they were completing the satisfaction survey

on behalf of someone they care for, a family member, for themselves as the service

recipient, or ‘other’. 89.7% of respondents were representing themselves as a service user

(576 of 642 respondents who completed this question).

SECTION ONE – THE SERVICES YOU RECEIVE

Respondents were asked in question three to indicate how highly they rate the services they

receive. Overall satisfaction as a percentage of respondents rating the questions statements

as excellent/good were all over 85% and ranged from 485-577 respondents. The majority of

respondents who rated the overall service as excellent/good were aged 76-85 years

(88%/256 respondents), and were most likely to be receiving home maintenance services

(91%/269 respondents of those who rated the overall service as excellent/good received this

type of service). There was very little variance in satisfaction rates for each of the four

statements, ranging from 88.6% (521 respondents) to 91.6% (577 respondents).

SECTION TWO – THE STAFF WHO PROVIDE SERVICES TO YOU

Satisfaction with Aged Services staff was the focus of question four, which received 632

responses out of 673 total respondents. Overall satisfaction was above 85% as a

percentage of respondents rating the service as excellent/good for all statements. 92.4%

(571 responses) were satisfied (selected excellent/good) for the service they received on the

phone. Satisfaction was most highly reported for recipients of social support services and

specific care, with 100% of recipients of these services expressing satisfaction with over-the-

phone support. 91.4% (574) were satisfied with the promptness of staff when delivering

services and 89.4% (565) were satisfied with the quality of the Aged Service workers who

provided services.

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SECTION THREE – INFORMATION ABOUT THE SERVICES YOU RECEIVE

Question five asked respondents to rate their satisfaction with various sources of information

about the services they receive. This included the fees and charges for those services, the

accuracy of their account, the frequency of their care plan review, ability to contact someone

and give feedback, privacy and confidentiality and the ability of Aged Services to provide for

language and cultural needs (e.g. providing interpreters).

Respondents expressed the highest satisfaction with the accuracy of monthly accounts

(93%/543 respondents), with 100% of respondents aged 0-55 years and over 100 years

rating the account accuracy as excellent/good.

The fees and charges for the service/s received had a satisfaction rating of 91% (544

respondents). The quality of information provided by Stonnington Aged Services, such as

the Client Information Handbook and Alfresco magazine received 90% (505 respondents).

The frequency with which care plans and needs are discussed with an Assessment Officer

from Aged Services received a satisfaction level of 73.1% (352 respondents), and

knowledge of who to contact with compliments, complaints, disputes or suggestions received

78% of respondents rating the statement as excellent/good (453 respondents). All other

statements received above 80% satisfaction.

SECTION FOUR - GENERAL QUESTIONS

Question six asked respondents how they would prefer to receive information for various

publications, events and activities. It was a two part question to understand how respondents

would prefer to receive each type of information.

Respondents overwhelmingly preferred to receive newsletter and other publications (e.g.

Alfresco) by mail or hard copy (92%/569 responses). Only 6.5% (40 responses) of

respondents preferred to receive information by email and 1.1% (7 responses) preferred to

access information from the website. 616 from a total of 673 respondents answered this

question.

The preference for hard copy information was further demonstrated with 88.8% (539

respondents) preferring to receive information for booking events, activities and outings by

mail. 10.2% (62 responses) indicated they would like to receive this information by email and

1% (6 responses) selected the website as the preferred information source. 607 of 673

respondents answered this question. Both parts of question six had a lower response rate

than previous questions.

Question seven asked respondents which type of social media they would use to source

information about Aged Services. 98.2% (595 responses) stated that they do not use social

media. 1.8% (11 responses) stated they would use Facebook. Zero respondents indicated

they used Twitter or Instagram, with 606/673 respondents answering this question.

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3. SUMMARY OF OVERALL RESULTS

Services received and client status

Q1. Which of the following services do you receive from Stonnington Aged Services?

Q2. Status

56.5% 45.5%

40.4%

6.2% 2.1% 5.0% 3.0%

6.2% 1.7% 0.3%

7.5% 6.2%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Source: Corporate and Community Planning 2015 Question 1 Number of respondents: 666 of 673

89.7%

5.1% 4.8% 0.3%

I am the person receiving the service/s I am the carer I am a family member Other

Source: Corporate and Community Planning 2015 Question 2 Number of respondents: 642 of 673

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Satisfaction with service

Q3. The services you receive

Q4. The staff who provide your services

50.5%

44.6%

40.3%

45.6%

41.1%

44.0%

48.9%

43.2%

7.5%

9.0%

8.5%

7.1%

0.5%

0.5%

0.7%

0.5%

0.2%

1.2%

0.7%

2.9%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

The overall quality of the service/s you receive from Stonnington Aged Services?

The ability of Stonnington Aged Services to meet your needs?

The frequency of the services you receive?

The assessment you received in your home from Stonnington Aged Services, before your

services commenced?

Excellent Good Average/Fair Poor Very Poor Not sure

Source: Corporate and Community Planning 2015 Question 3 Number of respondents: 630 of 673

53.6%

53.2%

53.1%

35.8%

38.2%

39.3%

9.7%

7.3%

6.6%

0.5%

0.3%

0.2%

0.2%

0.2%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

The quality of the Aged Services workers who provide services to you in your home and/or in

the community?

The promptness of our staff when providing your service/s?

The service and attention you receive from the office staff when you contact Aged Services on

the phone?

Excellent Good Average/Fair Poor Very Poor Not sure

Source: Corporate and Community Planning 2015 Question 4 Number of respondents: 632 of 673

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Q5. Information about the services you receive

Excellent Good Average/

Fair Poor Very Poor Not sure

The quality of the Aged Services client newsletter “Windows of Stonnington”?

201 241 37 4 0 23

39.7% 47.6% 7.3% 0.8% 0.0% 4.5%

The accuracy of your monthly account?

304 239 30 2 1 7

52.1% 41.0% 5.1% 0.3% 0.2% 1.2%

The fees and charges for the service/s you receive?

269 275 50 1 1 3

44.9% 45.9% 8.3% 0.2% 0.2% 0.5%

The information provided to you by Stonnington Aged Services (i.e. Client Information Handbook, Alfresco Magazine, brochures etc.)?

252 253 32 3 3 16

45.1% 45.3% 5.7% 0.5% 0.5% 2.9%

The frequency with which your care plan and needs are discussed with an Assessment Officer from Aged Services?

114 238 79 18 6 27

23.7% 49.4% 16.4% 3.7% 1.2% 5.6%

Your knowledge of who you might contact, if you have a compliment, complaint, dispute, or suggestion?

173 280 69 21 4 34

29.8% 48.2% 11.9% 3.6% 0.7% 5.9%

The ability of staff and the service to maintain your privacy and confidentiality?

236 253 22 1 0 40

42.8% 45.8% 4.0% 0.2% 0.0% 7.2%

The ability of Stonnington Aged Services to provide for your language and cultural needs e.g. interpreters, written information in your language, specific cultural requests (if applicable)?

91 92 16 3 1 5

43.8% 44.2% 7.7% 1.4% 0.5% 2.4%

Source: Corporate and Community Planning 2015

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Communication and accessing information

Q6a. How would you prefer to receive or provide information for our newsletter and

other publications (e.g. Alfresco)?

Q6b. How would you prefer to receive or provide information for booking events,

activities and outings?

92.4%

6.5% 1.1%

By mail or hard copy By email On Council's webpage

Source: Corporate and Community Planning 2015 Question 6a Number of respondents: 616 of 673

10.2% 1.0%

88.8%

By email On Council's webpage By mail

Source: Corporate and Community Planning 2015 Question 6b Number of respondents: 607 of 673

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Q7. Using social media

Diversity and Inclusion

Q8. Have you felt welcome in our service?

1.8%

98.2%

Twitter Instagram Facebook I don’t use Social Media

Source: Corporate and Community Planning 2015 Question 7 Number of respondents: 606 of 673

96.9%

3.1%

Yes No

Source: Corporate and Community Planning 2015 Question 8 Number of respondents: 617 of 673

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4. COMPARISON TO 2012 SURVEY DATA

Satisfaction with service comparison

Excellent Good Average/Fair Poor Very Poor Not Sure Not Applicable

2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015

The overall quality of the service/s you receive from Stonnington Aged Services?

47.10% 49.52% 44.90% 40.65% 6.30% 7.10% 1.00% 0.32% 0.00% 0.48% 0.20% 0.16% 0.50% 1.77%

The ability of Stonnington Aged Services to meet your needs?

38.40% 43.66% 51.00% 43.32% 6.20% 8.56% 1.60% 0.68% 0.30% 0.51% 1.20% 1.20% 1.20% 2.05%

The frequency of the services you receive to meet your needs?

35.30% 37.89% 51.30% 46.49% 8.40% 8.07% 1.00% 0.88% 0.20% 0.70% 0.70% 0.70% 3.10% 5.26%

The assessment you received in your home from Stonnington Aged Services before you commenced services?

47.50% 41.77% 40.30% 39.69% 5.40% 6.24% 0.00% 0.52% 0.20% 0.52% 2.50% 2.77% 4.10% 8.49%

Comparison to 2012 results shows a slight increase in the excellent rating for satisfaction with the overall quality of services (increased from 47.1% in 2012 to 49.52% in 2015). Ratings of excellent also slightly increased for the ability of Aged Services to meet client needs (from 38.4% to 43.66%),

and the frequency of services (from 35.3% to 37.89%). A decrease in satisfaction with the assessment prior to commencing services was noted from 2012 to 2015. Ratings of the assessment fell from 47.5% in 2012 to 41.77% in 2015. However, this may be due to the increase in respondents selecting not applicable (from 4.10% to 8.49%) for this

statement.

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Satisfaction with staff comparison

Excellent Good Average/Fair Poor Very Poor Not Sure Not Applicable

2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015

The quality and the abilities of the Aged Services workers that provide services to you in your home and/or the community?

49.70%

52.50%

39.70%

36.03%

7.30% 9.37% 0.90% 0.32% 0.30% 0.48% 0.00% 0.16% 2.00% 1.13%

If our staff are on time when providing your service/s?

49.10%

52.44%

41.10%

37.99%

6.90% 7.31% 1.00% 0.97% 0.30% 0.32% 0.00% 0.00% 1.50% 0.97%

The service and attention you receive from the office staff you speak on the phone when you contact Aged Services?

52.60%

51.86%

39.00%

38.25%

5.10% 6.48% 1.90% 0.65% 0.20% 0.16% 0.20% 0.16% 1.20% 2.43%

Increases of approximately 3% in excellent ratings for the quality and punctuality off Aged Services staff were observed from 2012 to 2015. The service and attention receive from office staff over the phone saw a slight decrease, from 52.6% to 51.86% for excellent ratings and from 39% to 38.25% for good ratings.

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Satisfaction with information about services comparison

Excellent Good Average/Fair Poor Very Poor Not sure Not applicable

2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015

The quality of the Aged Services client newsletter “Windows of Stonnington”?

23.80% 28.97% 47.40% 41.19% 8.10% 6.11% 0.70% 0.70% 0.20% 0.00% 5.10% 4.01% 14.70% 19.02%

The accuracy of your monthly account?

47.50% 48.76% 40.20% 39.37% 4.50% 4.78% 0.00% 0.33% 0.00% 0.16% 1.80% 1.15% 6.10% 5.44%

The fees and charges for the service/s you receive?

42.80% 44.10% 45.10% 45.08% 8.60% 8.20% 0.20% 0.16% 0.00% 0.16% 0.70% 0.49% 2.70% 1.80%

The information provided to you about the services provided by Stonnington Aged Services

36.30% 41.79% 46.70% 41.96% 5.90% 5.31% 0.70% 0.50% 0.00% 0.50% 2.50% 2.65% 7.90% 7.30%

The frequency of discussion of your needs and care plan with an Assessment Officer from Aged Services?

21.00% 19.22% 37.80% 40.13% 13.80% 13.32% 4.60% 3.04% 0.60% 1.01% 5.20% 4.55% 17.10% 18.72%

Your knowledge of the feedback process, for instance who you might contact, if you have a compliment, complaint, dispute, or suggestion?

21.50% 28.79% 46.40% 46.59% 12.80% 11.48% 6.90% 3.49% 0.70% 0.67% 6.30% 5.66% 5.40% 3.33%

The ability of staff and the service to maintain your privacy and confidentiality?

40.30% 40.76% 44.80% 43.70% 4.30% 3.80% 0.50% 0.17% 0.20% 0.00% 5.00% 6.91% 4.90% 4.66%

The ability of Stonnington Aged Services to meet and provide for your language and cultural

18.30% 17.47% 15.20% 17.66% 3.70% 3.07% 1.40% 0.58% 0.20% 0.19% 3.00% 0.96% 58.10% 60.08%

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Satisfaction with the Aged Services newsletter “Windows of Stonnington” received an increase in the excellent rating of 5.17% (from 23.8% to 28.97%), and the information provided by Aged Services received a similar increase of 5.19% (from 36.3% to 41.79%). Knowledge of who to contact with feedback or suggestions also saw a significant increase in the excellent rating, from

21.5% in 2012 to 28.79% in 2015. The frequency of care plans and needs being reviewed with an Assessment Officer received a slightly decreased rate of the excellent rating from 21% in 2012, to 19.22% in 2015. The rating of this statement as good however, increased from 37.8% to 40.13%, indicating a similar overall satisfaction (respondents rating it as excellent/good) between 2012 and 2015. The ability of Aged

Services to meet language and cultural needs also saw a slight decrease (18.3% to 17.47%) of the excellent rating, but a slight increase of the good rating (15.2% to 17.66%). All other statements saw a slight increase in the excellent rating ranging from approximately 1-2%.

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5. APPENDIX: SURVEY

AGED SERVICES CLIENT SATISFACTION

SURVEY

-2015-

Privacy Statement

The information provided in this survey will be used by the City of Stonnington to

assist in the provision, planning and development of Council services. Information

provided by you will only be used for the purposes for which it was collected and will

not be disclosed to any outside organisation or third party. Individuals about whom

“personal information” is provided may apply to the Privacy Officer by telephoning

8290 1333 for access to, or correction of, the information.

About this Survey

Stonnington Aged Services annual client survey is provided to each client and/or

carer in receipt of services to find out your level of satisfaction with the services you

receive from Aged Services. We will use this information to help us ensure we

provide quality services to the community. Where services are currently not meeting

the needs and expectations of clients, this information helps us to better understand

how they can be improved through future planning.

This survey will only take a few minutes to complete. We ask that you rate your level

of satisfaction with the service/s you receive from Stonnington Aged Services by

ticking your selected response.

If you would like to complete this survey and require assistance, please contact Aged

Services on 8290 3224 so that we can help you.

Please return your survey in the enclosed reply paid envelope by Monday 22 June

2015. Alternatively, please go to www.stonnington.vic.gov.au/agedservicessurvey to

complete the survey online.

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Q1. Which of the following services do you receive from Stonnington Aged

Services? (Tick more than one if applicable)

Home care

Home Maintenance

Spring Cleaning

Personal care

Centre based meals

Planned Activity Group

Respite care

Delivered meals

Social Support

Specific care

Community Transport

Assisted Shopping

Q2. Please indicate what best represents you:

I am the person receiving the service/s

I am the carer

I am a family member

Other (please specify)

__________________________________________________________

Q3. THE SERVICES YOU RECEIVE

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How do you rate:

Excellent Good Average/

Fair Poor

Very

Poor

Not

sure

Not

applicable

A. The overall quality of the

service/s you receive from

Stonnington Aged Services?

B. The ability of Stonnington

Aged Services to meet your

needs?

C. The frequency of the

services you receive?

D. The assessment you

received in your home from

Stonnington Aged Services,

before your services

commenced?

Excellent Good Average/

Fair Poor

Very

Poor

Not

sure

Not

applicable

A. The quality of the Aged

Services workers who provide

services to you in your home

and/or in the community?

B. The promptness of our staff

when providing your service/s?

C. The service and attention

you receive from the office

staff when you contact Aged

Services on the phone?

Q4. THE STAFF WHO PROVIDE YOUR SERVICES

How do you rate:

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Q5. INFORMATION ABOUT THE SERVICES YOU RECEIVE

How do you rate:

Excellent Good Average/

Fair Poor

Very

Poor

Not

sure

Not

applicable

A. The quality of the Aged

Services client newsletter

“Windows of Stonnington”?

B. The accuracy of your

monthly account?

C. The fees and charges for

the service/s you receive?

D. The information provided

to you by Stonnington Aged

Services (i.e. Client

Information Handbook,

Alfresco Magazine,

brochures etc.)?

E. The frequency with which

your care plan and needs

are discussed with an

Assessment Officer from

Aged Services?

F. Your knowledge of who

you might contact, if you

have a compliment,

complaint, dispute, or

suggestion?

G. The ability of staff and

the service to maintain your

privacy and confidentiality?

H. The ability of Stonnington

Aged Services to provide for

your language and cultural

needs e.g. interpreters,

written information in your

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Excellent Good Average/

Fair Poor

Very

Poor

Not

sure

Not

applicable

language, specific cultural

requests (if applicable)?

GENERAL QUESTIONS

Q6a. Aged Services is exploring ways to best communicate with, and provide information

to clients. How would you prefer to receive or provide information for newsletters and

other publications (e.g. Alfresco)?

By mail

Or hard

copy

By

email

On

Council’s

webpage

Our newsletter and other publications

(e.g. Alfresco).

Q6b. Aged Services is exploring ways to best communicate with, and provide

information to clients. How would you prefer to receive or provide information

for bookings events, activities and outings?

By email On

Council’s

webpage

By

phone

Bookings for events, activities and

outings.

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Q7. Which of the following types of social media would you use, to find out about

Aged Services?

Twitter

Instagram

Facebook

I don’t use social media

Q8. Aged Services is committed to providing services to our diverse community,

including (but not limited to) cultural diversity, sexual and gender diversity, age,

health, socio-economic status, faith and spirituality and those of ATSI

background. Have you felt welcome in our service?

Yes

No

INFORMATION ABOUT YOU

Q9. Please indicate your age group (or the age group of the client if you are the

carer/family/other)

0 - 5 56 - 65

6 -15 66 - 75

16 - 25 76 - 85

26 - 35 86 - 100

36 - 45 Over 100 years old

46 - 55

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Q10. How long have you been receiving Stonnington Aged Services?

Less than 6 months

6 – 12 months

12 – 18 months

18 months – 2 years

2 – 5 years

More than 5 years

Q11. What is your postcode?

3141 3145

3142 3146

3143 3181

3144 Other (please specify)

__________________

Q12. What country were you born in?

Australia Poland

United Kingdom India

Greece China

Italy Ukraine

Russian Federation Germany

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Sri Lanka Other (Please specify)

________________________________________

Q13. Do you speak a language other than English at home?

No (skip to Q15)

Yes

Q14. What other languages other than English at home? (Tick more than one if

applicable)

Greek

Russian

Italian

Polish

Cantonese

Mandarin

Spanish

Hungarian

Turkish

Other (Please specify)

__________________________________________________________

Q15.

Preferred gender:

Male

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Female

Prefer not to say

Q16. Are you of Aboriginal or Torres Strait Islander (ATSI) origin?

Yes

No

Thank you for completing the survey, please return by Monday 22 June 2015 in

the reply paid envelope. Alternatively, please go to

www.stonnington.vic.gov.au/agedservicessurvey to complete the survey online.